Open311 - User contributions [en]

Open311Pitch

2009-10-24T20:09:29Z

Mattcoop: /* Strategies */

This page is meant to be a resource for champions of Open311 to make a convincing pitch to decision-makers. For city managment staff and/or city electeds.

=Definition=

What defines an Open311 System?

* must it be read/write or can it be just read?
* must it include all service requests? to what degree can it be filtered or cleaned before it's published (aggregate data vs. individual requests vs. appropriate individual requests)
* must it be an API or will downloadable data in a standard format suffice?
* must it have a means by which users can improve the system (through feedback, etc.)?

=Explaining the Benefits=

We identified 3 concrete benefits of an Open311 platform for cities and citizens

* Improve service delivery
* Reach new constituents
* Facilitate systems integration, internal collaboration

==Improve Service Delivery==

There are a number of ways in which an Open311 standard can improve service delivery
* Third-party applications
* Visualization of data
* Enabling peer-to-peer problem solving

==Reach New Constituents==

* Appeal to a younger audience
* Reduce required time for citizen participation

==Facilitate Systems Integration==

* Internal API
* Standardization across localities and systems
* Cost savings and innovation with new apps shared in many cities.

=Implementation=

Paths to implementing an Open 311 and getting the most out of it, and suggestions for overcoming the obstacles you will face along the way. This section is carved up into:
* Strategies
* Challenges and Solutions

==Strategies==

'''Third-Party Application Development'''

By sharing data in appropriate open formats, you open up the possibility that third parties (citizens and entrepreneurs) will develop useful applications for you. This allows cities to "get out of the ap development business". Cities can inspire app development through inexpensive innovation competitions, and can moderate applications through an "app store" approach.

References:

Innovation Competitions
* Apps for Deomcracy [link]
* BigApps [link]
*

App Stores
*
*

==Challenges and Responses==

Here are some issues that pop up with this appraoch, and what you can do about them:

'''Liability:''' Agencies are concerned that they could be liable if someone is harmed as a result of using a third-party application based on their data

(Responses?)

'''Lost Revenue:''' Agencies see data as a source of revenue and don't want to give it away for free

Responses:
* Can frame revenue generation in terms of useful applications developed
* Make the argument: the taxpayers own this data

'''Digital Inclusion:''' Anytime a web-based solution is proposed, digital inclusion issues are raised.

Responses:
* Messaging: most communities have some access through libraries and schools. Civic engagement opportunities can create lead users that spread digital literacy.
* Build Alliances: digital inclusion groups can be made into allies

'''Technophobia:''' Some people just don't like using the computers, or the Internet

'''Outdated Tech:''' 70's mainframes, siloed agencies, varied geocoders and location services.

Responses:
* Coordination of standardized webservices abstration layer on top of any entrenched infrastructure (open311 api).

Open311Pitch

2009-10-24T20:08:46Z

Mattcoop:

This page is meant to be a resource for champions of Open311 to make a convincing pitch to decision-makers. For city managment staff and/or city electeds.

=Definition=

What defines an Open311 System?

* must it be read/write or can it be just read?
* must it include all service requests? to what degree can it be filtered or cleaned before it's published (aggregate data vs. individual requests vs. appropriate individual requests)
* must it be an API or will downloadable data in a standard format suffice?
* must it have a means by which users can improve the system (through feedback, etc.)?

=Explaining the Benefits=

We identified 3 concrete benefits of an Open311 platform for cities and citizens

* Improve service delivery
* Reach new constituents
* Facilitate systems integration, internal collaboration

==Improve Service Delivery==

There are a number of ways in which an Open311 standard can improve service delivery
* Third-party applications
* Visualization of data
* Enabling peer-to-peer problem solving

==Reach New Constituents==

* Appeal to a younger audience
* Reduce required time for citizen participation

==Facilitate Systems Integration==

* Internal API
* Standardization across localities and systems
* Cost savings and innovation with new apps shared in many cities.

=Implementation=

Paths to implementing an Open 311 and getting the most out of it, and suggestions for overcoming the obstacles you will face along the way. This section is carved up into:
* Strategies
* Challenges and Solutions

==Strategies==

'''''Third-Party Application Development'''''

By sharing data in appropriate open formats, you open up the possibility that third parties (citizens and entrepreneurs) will develop useful applications for you. This allows cities to "get out of the ap development business". Cities can inspire app development through inexpensive innovation competitions, and can moderate applications through an "app store" approach.

'''References'''

Innovation Competitions
* Apps for Deomcracy [link]
* BigApps [link]
*

App Stores
*
*

==Challenges and Responses==

Here are some issues that pop up with this appraoch, and what you can do about them:

'''Liability:''' Agencies are concerned that they could be liable if someone is harmed as a result of using a third-party application based on their data

(Responses?)

'''Lost Revenue:''' Agencies see data as a source of revenue and don't want to give it away for free

Responses:
* Can frame revenue generation in terms of useful applications developed
* Make the argument: the taxpayers own this data

'''Digital Inclusion:''' Anytime a web-based solution is proposed, digital inclusion issues are raised.

Responses:
* Messaging: most communities have some access through libraries and schools. Civic engagement opportunities can create lead users that spread digital literacy.
* Build Alliances: digital inclusion groups can be made into allies

'''Technophobia:''' Some people just don't like using the computers, or the Internet

'''Outdated Tech:''' 70's mainframes, siloed agencies, varied geocoders and location services.

Responses:
* Coordination of standardized webservices abstration layer on top of any entrenched infrastructure (open311 api).

Open311Pitch

2009-10-24T20:03:00Z

Mattcoop: /* Implementation */

This page is meant to be a resource for champions of Open311 to make a convincing pitch to decision-makers. For city managment staff and/or city electeds.

=Definition=

What defines an Open311 System?

* must it be read/write or can it be just read?
* must it include all service requests? to what degree can it be filtered or cleaned before it's published (aggregate data vs. individual requests vs. appropriate individual requests)
* must it be an API or will downloadable data in a standard format suffice?
* must it have a means by which users can improve the system (through feedback, etc.)?

=Explaining the Benefits=

We identified 3 concrete benefits of an Open311 platform for cities and citizens

* Improve service delivery
* Reach new constituents
* Facilitate systems integration, internal collaboration

==Improve Service Delivery==

There are a number of ways in which an Open311 standard can improve service delivery
* Third-party applications
* Visualization of data
* Enabling peer-to-peer problem solving

==Reach New Constituents==

* Appeal to a younger audience
* Reduce required time for citizen participation

==Facilitate Systems Integration==

* Internal API
* Standardization across localities and systems
* Cost savings and innovation with new apps shared in many cities.

=Implementation=

Paths to implementing an Open 311 and getting the most out of it, and suggestions for overcoming the obstacles you will face along the way. This section is carved up into:
* Strategies
* Challenges and Solutions

==Strategies==

'''''Third-Party Application Development'''''

By sharing data in appropriate open formats, you open up the possibility that third parties (citizens and entrepreneurs) will develop useful applications for you. This allows cities to "get out of the ap development business". Cities can inspire app development through inexpensive innovation competitions, and can moderate applications through an "app store" approach.

'''References'''

Innovation Competitions
* Apps for Deomcracy [link]
* BigApps [link]
*

App Stores
*
*

==Challenges and Responses==

Here are some issues that pop up with this appraoch, and what you can do about them:

'''Liability:''' Agencies are concerned that they could be liable if someone is harmed as a result of using a third-party application based on their data

(Responses?)

'''Lost Revenue:''' Agencies see data as a source of revenue and don't want to give it away for free

Responses:
* Can frame revenue generation in terms of useful applications developed
* Make the argument: the taxpayers own this data

'''Digital Inclusion:''' Anytime a web-based solution is proposed, digital inclusion issues are raised.

Responses:
* Messaging: most communities have some access through libraries and schools. Civic engagement opportunities can create lead users that spread digital literacy.
* Build Alliances: digital inclusion groups can be made into allies

Challen 70's mainframes, technophobia, siloed agencies, varied geocoders and location services. Coordination of standardized webservices abstration layer on top of any entrenched infrastructure (open311 api).
* Complex user experience and integration with varied taxonomy systems and data requirements for service requirement types. Two tiered approach to service requests. 1) Simple identification of problem. 2). Articulation of details and providing data requirements for service request (either by another citizen or by city worker in the field).

Open311Pitch

2009-10-24T19:47:38Z

Mattcoop: Created page with 'This page is meant to be a resource for champions of Open311 to make a convincing pitch to decision-makers. For city managment staff and/or city electeds. =Definition= What def...'

This page is meant to be a resource for champions of Open311 to make a convincing pitch to decision-makers. For city managment staff and/or city electeds.

=Definition=

What defines an Open311 System?

* must it be read/write or can it be just read?
* must it include all service requests? to what degree can it be filtered or cleaned before it's published (aggregate data vs. individual requests vs. appropriate individual requests)
* must it be an API or will downloadable data in a standard format suffice?
* must it have a means by which users can improve the system (through feedback, etc.)?

=Explaining the Benefits=

We identified 3 concrete benefits of an Open311 platform for cities and citizens

* Improve service delivery
* Reach new constituents
* Facilitate systems integration, internal collaboration

==Improve Service Delivery==

There are a number of ways in which an Open311 standard can improve service delivery
* Third-party applications
* Visualization of data
* Enabling peer-to-peer problem solving

==Reach New Constituents==

* Appeal to a younger audience
* Reduce required time for citizen participation

==Facilitate Systems Integration==

* Internal API
* Standardization across localities and systems
* Cost savings and innovation with new apps shared in many cities.

=Implementation=

Paths to implementing an Open 311 and getting the most out of it, and suggestions for overcoming the obstacles you will face along the way.

'''''Third-Party Application Development'''''

By sharing data in appropriate open formats, you open up the possibility that third parties (citizens and entrepreneurs) will develop useful applications for you. This allows cities to "get out of the ap development business". Cities can inspire app development through inexpensive innovation competitions, and can moderate applications through an "app store" approach.

'''References'''

Innovation Competitions
* Apps for Deomcracy [link]
* BigApps [link]
*

App Stores
*
*

Here are some issues that pop up with this appraoch, and what you can do about them:

'''Liability'''
Agencies are concerned that they could be liable if someone is harmed as a result of using a third-party application based on their data

(Solutions?)

'''Lost Revenue'''
Agencies see data as a source of revenue and don't want to give it away for free

Solutions:
* Can frame revenue generation in terms of useful applications developed
* Make the argument: the taxpayers own this data

Challenges & Solutions
* Digital Inclusion issues
** These are sometimes inflated
** Message the importance of getting the ball rolling
** Need to proactively involve community technology groups

Challen 70's mainframes, technophobia, siloed agencies, varied geocoders and location services. Coordination of standardized webservices abstration layer on top of any entrenched infrastructure (open311 api).
* Complex user experience and integration with varied taxonomy systems and data requirements for service requirement types. Two tiered approach to service requests. 1) Simple identification of problem. 2). Articulation of details and providing data requirements for service request (either by another citizen or by city worker in the field).

Main Page

2009-10-24T19:46:00Z

Mattcoop:

== General 311 Information ==
* [http://www.911dispatch.com/info/311_page.html 311 information from Dispatch Magazine]
* [http://en.wikipedia.org/wiki/3-1-1 311 on Wikipedia]

== Technical Specifications ==
* [[Open APIs]]

== 311 Information by City ==
* [[New York City]]
* [[Washington D.C.]]

* [http://www.911dispatch.com/info/311map.html North American map of 311 services]
* [http://www.hks.harvard.edu/netgov/html/311_N11_map_us_canada_government_call_center_cirm.htm World map of 311 services]

== 311 Applications ==
* [http://www.fixmystreet.com/ FixMyStreet] (UK)
* [http://www.fixmystreet.ca FixMyStreet.ca] (Canada)
* [http://www.verbeterdebuurt.nl/ Verbeterdebuurt] (Netherlands)
* [http://seeclickfix.com/ SeeClickFix] and ''[http://itunes.apple.com/WebObjects/MZStore.woa/wa/viewSoftware?id=322000552&mt=8 iPhone app]'' (United States)
* [http://www.citysourced.com/ CitySourced] (United States)
* [http://peoples311.com/ Peoples311] (New York, but not limited) - this uses the [http://www.flickr.com/groups/311/ 311 flickr pool]
* [http://geotrac.demo.topplabs.org/ GeoTrac]

=====City Integrated=====
* [http://www.victorshilo.com/dc311/ DC 311] [http://apps.facebook.com/dc-three-one-one/ Facebook] and [http://itunes.apple.com/WebObjects/MZStore.woa/wa/viewSoftware?id=322608586&mt=8 iPhone] app (Washington D.C.)
* [http://www.apptism.com/apps/311-pix 311 Pix iPhone App] ''[http://ax.itunes.apple.com/WebObjects/MZStore.woa/wa/browserRedirect?url=itms%253A%252F%252Fitunes.apple.com%252FWebObjects%252FMZStore.woa%252Fwa%252FviewSoftware%253Fid%253D324897619%2526amp%253Bmt%253D8%2526amp%253Bign-impt%253DclickRef%25253Dcom.apple.jingle.app.store.xml.MXAutoSourcedGenrePage-US-Lockup_r10c1%2526partnerId%253D30%2526siteID%253DCMWzV4SDlTs-S33wGlM3d6aLted9SG_ywg direct app store link]'' (New York City)
* [http://www.boston.com/news/local/massachusetts/articles/2009/07/06/boston_to_debut_8216killer_app8217_for_municipal_complaints/ Citizen Connect iPhone App] (Boston)
* [http://www.thepittsburghchannel.com/news/20429408/detail.html iBurgh iPhone App] ''[http://itunes.apple.com/WebObjects/MZStore.woa/wa/viewSoftware?id=326385776&mt=8 direct app store link]'' (Pittsburgh)
* [http://www.citysourced.com/ CitySourced] (San Jose)

=====Washington D.C. 311 Apps from [http://www.appsfordemocracy.org/dc-awards-10000-final-prize-to-iphone-facebook-app-combo/ Apps for Democracy]=====
* [http://www.victorshilo.com/dc311/ DC 311] [http://apps.facebook.com/dc-three-one-one/ Facebook] and [http://itunes.apple.com/WebObjects/MZStore.woa/wa/viewSoftware?id=322608586&mt=8 iPhone] app
* [http://fixmycitydc.com/ FixMyCityDC] (''[http://github.com/skeevis/FixMyCity source code]'')
* [http://www.vacantdc.com/ Vacant DC] (''[http://code.google.com/p/vacantdc/ source code]'')
* [http://dc.seeclickfix.com/ SeeClickFix DC]
* [http://easy311.org/ Easy 311]

== 311 Services ==
=====City Developed=====
* [[Washington D.C. 311 Service]]

=====Open Source=====
* [https://secure.mysociety.org/cvstrac/dir?d=mysociety/services/TilMa FixMyStreet]
* [https://projects.openplans.org/GeoTrac/wiki/Install/ GeoTrac]

=====Software as a Service=====
* [http://www.seeclickfix.com SeeClickFix]
* [http://www.citysourced.com CitySourced]
* [http://publicstuff.net/ PublicStuff]

=====Enterprise Solutions=====
* [http://www.lagan.com/311.aspx Lagan311]
* [http://www.webqa.net/govoverview.asp GovQA]
* [http://www.acs-inc.com/pages_exp.aspx?id=228 Affiliated Computer Services]
* [http://www.accenture.com/Global/Services/Alliances/AllianceSiebelSystems.htm Oracle-Siebel] (NYC, Kansas City, Denver, Albuquerque, etc) [http://www.oracle.com/corporate/press/2006_oct/311%20momentum.html more info]

More listed on [http://www.911dispatch.com/info/311_page.html Dispatch Magazine]:

* [http://www.activegovernment.com/solutions/crm-311.htm ActiveGovernment] - their software solutions provide 311 contact centers and support and citizen service management tools, as well as automated payment management and web content management.
* [http://www.system311.com/ AINS System 311] - Markets fully integrated, web-based, workflow-driven, case management system for handling citizen complaints and requests for information.
* [http://www.publisafe.com/ Publisafe] - markets 311 Reports for handling 311 calls and related incidents
* [http://www.oracle.com/us/products/applications/siebel/index.htm Siebel Systems Inc.] - provides a Citizen Response Solution that provides analysis, case and incident management, and citizen targeted outreach.
* [http://www.microsoft.com/industry/government/solutions/311/default.aspx Microsoft Inc.] - handles phone, e-mail and Web-based citizen contacts. Download (pdf) a flyer.
* [http://www.motorola.com/Business/US-EN/Business+Product+and+Services/Software+and+Applications/Public+Sector+Applications/Public+Service+Applications Motorola] - markets a software program that manages 311 operations, including answering questions, entering work orders, and performing follow-ups.
* [http://www.qscend.com/ QScend Technologies Inc.] - software for handling 311 call events

=====Global Efforts=====

* [[Andrius Kulikauskas]] of [http://www.worknets.org Worknets] is organizing an online [[Help Room]] for people to get help on any matter and also to organize global teams for commercial work. Our most outstanding achievement so far was the [http://www.pyramidofpeace.net Pyramid of Peace], organizing 100 peacemakers on-the-ground and 100 online assistants to avert genocide in Kenya in 2008.

== Open311 Discussion & Documentation from Around the Web ==
* [http://wiki.sunlightlabs.com/Open_311_Data_Policy Open 311 Data Policy]

== Events ==
* [[Open311DevCamp]]

== Outreach ==
* [[Openn311Pitch]]: A resource for champions of Open 311

== Wiki Information ==
* Consult the [http://meta.wikimedia.org/wiki/Help:Contents User's Guide] for information on using the wiki software.
* [http://www.mediawiki.org/wiki/Manual:FAQ MediaWiki FAQ]

[[new page]]